Writing Effective Complaint Letters

How to Get Positive Results From a Negative Experience

May 31, 2009 Miranda Miller

Using a complaint letter template and online writing tools to convey a negative experience to a company in a positive, constructive way produces better results.

Customer complaints occur in any type of business. Mistakes happen, orders are sent out late, or customers feel they've received poor service. Many companies have telephone or online customer service available. However, writing a complaint letter offers several advantages:

The customer has a written record of the experience and the complaint.
They have time to think about their complaint and craft a well thought out letter to the company.
The company learns what is expected of them and can think about their own response.

Formatting and Writing Complaint Letters

A letter of complaint, like any other business correspondence, should be formatted properly. After deciding whether to use semi-block or full block style, the customer lists their contact information in an address block at the top of the page followed by the date and the recipient company's address, ie.:

Mr. Unhappy

132 Main Street

Callicoon, NY 11203

May 23, 2009

Offending Company

456 Way Street

Cochecton, NY 11222

The following three sections make up the bulk of the letter's content. First, construct an introductory paragraph of one to three sentences. Next, the main body of the letter, which is two to three paragraphs in length. Finally, a closing paragraph, followed by the closing salutation.

Complaint Letter Introduction – Explain the Problem and State an Expectation

In one to two sentences, explain the problem issue. Avoid inflammatory or derogatory language. Don't place blame or point fingers. Instead, stick to the facts. Compare these two examples:

Poor complaint letter intro:

I bought a ball hat last week and the stupid thing fell apart the first time I washed it! How dare you sell things that just fall apart, you're just after everyone's money. You better send me a new hat.

Positive complaint letter intro:

After purchasing a black, size 4 ball hat on May 17th, 2009, I was dismayed to find it torn into pieces after its first wash. I have purchased several hats and shirts from your company in the past two years and always found them to be more durable than this hat. I've attached the original receipt to aid in processing a refund.

Without jumping to conclusions or using an accusatory tone, the second example explains the problem and clearly tells the company what the customer expects as a resolution to the complaint.

The Body of a Letter of Complaint – Backing Up the Claim

Using the poor quality hat as an example, the body would provide additional evidence and further explain the complaint. The customer in this case would explain the type of wash cycle and detergent, as well as the type of damage to the hat. It may also include details of past transactions with the company. The body of a complaint letter should be just long enough to support the complaint. Again, use a neutral tone and avoid pointing fingers.

An Effective Closing Statement – Reiterate Expectation and Thank the Company

Summarize the letter in a closing statement no longer than three sentences. Thank the company for taking the time to resolve your issue. State the expected resolution again, whether it is a refund, an exchange, a gift certificate, or other product to replace the damaged one.

Always include a time line; that is, the date by which the problem should be resolved. Laying out a specific course of action and deadline makes it simple for the company to resolve the issue by simply following the instructions set out in the letter, so long as they are reasonable.

Close the complaint letter with "Yours Truly," or "Sincerely," followed by four blank lines for the signature, and the printed name below.

Important Style and Language Tips for Complaint Letters

Always type the letter for a professional appearance. Remember to sign before sending.
Be realistic. If the proposed solution is that the company send out a check worth one year of free meals, it's not likely to be granted. The solution should fit the problem.
Do not threaten to boycott the company. If there is no incentive for them to resolve the problem, they won't. If they believe the client is already lost, they have no reason to win them over.
Write a first draft, leave it for a day, then proofread and edit for spelling, style and tone. Have a friend or family member give it a final proofread before sending.
Include a self-addressed stamped envelope if the company has been instructed to respond in writing.

More Information, Business Letter Template and Online Writing Help Resources

For more information on complaint and other letter writing, with sample complaint letters, check out Business English, Fourth Edition, by Andrea B. Geffner (Barron, 2004). Or, download business letter templates and modify. Always proofread a completed template carefully to ensure all of the blank sections have been filled in properly.

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The copyright of the article Writing Effective Complaint Letters in Technical/Business Writing is owned by Miranda Miller. Permission to republish Writing Effective Complaint Letters in print or online must be granted by the author in writing.